Clearing: we train over 200 staff on the new SITS sytem

Clearing is important to the university and we’re proud that we’ve always had really good feedback about how we treat enquirers and applicants in Clearing. Of course it’s a competitive day across the country for most universities, as we all seek to attract further students. Last year at Hull we were extremely successful, recruiting 730 students during the clearing period.

“Can you spell that for me, please” Call centre dress rehearsal for Clearing

Agents in action: call centre dress rehearsal for Clearing

We’re using the first floor of our library as our Clearing Call Centre

So one of the biggest milestones on our SIS Programme timeline this year has been to get the new SITS system ready for Clearing, and to get the staff who’ll be working on Clearing from 17th August (A Level results day) trained on using it to deal with calls.

Call centre dress rehearsal for Clearing

With over 100 staff working in our call centre on the day, and a range of academic tutors ready to talk to applicants when they’re put through, our training manager, Emma has been extremely busy over the last few weeks.

Alongside colleagues Sheila Dowling and Kathy Olivant from the Admissions team she’s co-delivered an overview of what the new SITS system looks like for Clearing, shown how to log enquiries and run through a range of scenarios using Caller/Call Centre role play. She’s also provided training materials and created the opportunity for all involved to access the new system in our ‘training environment’ to familiarise themselves with it before the big day.

So far we’ve trained 161 staff for Clearing (75 Academic Staff and 86 Call Centre Staff) and have more sessions lined up for 57 (38 Academic Staff and 19 Call Centre).

If you, or someone you know, wants to apply to the University of Hull via Clearing, here’s the website, or you can call on 01482 466 100 and our team will be happy to help anyone enquiring either before or after A Level results day.

 

 

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SID update: Latest version of our student enquiry software goes live

Great news! We hit another project milestone this week with the roll out of the latest version of SID on 26th June.   Five days in and you can see from this screenshot that 410 student enquiries have been resolved so far.

 

A couple of months ago we gave you an update on the Student Information Desk (SID) and promised to come back with more information about upgrading to the latest version.  We recently sat down with Project Manager, Dan Saville, to find out the latest news, just before the latest phase went live on 26th June.

staff enquiry logging for student view

“We’ve just finished five days of User Acceptance Testing (UAT)”, he told us “and we’re on target to go live with this latest version on June 26th .  This new version is more intuitive, and easier for everyone to use as you’ll be able to see everything on one screen.   Once it goes live, all applicants and current students will be able to use it.”

 

staff enquiries view

“Staff who’ll be using it have helped the SIS team with their testing and end users are being trained this week.”  We spoke to some of our colleagues in Student Services who were involved with this to find out how they found their experience of testing

‘we have found the UAT to be a good way to consolidate our learning, as the system is so new it has allowed us to become more familiar with its layout and functions. We have incorporated the user stories from the UAT as part of our own training on the system’

staff team summary grid

The system will be rolled out to any team or department that supports student enquiries. Initially it’ll be used by

  • AskHU
  • Accommodation
  • Careers

And the functionality we’re going live with at this stage is

  • enquiry management
  • email harvesting
  • the student-facing view (covering applicant and existing student enquiries)

FAQ view

We’re anticipating that the most use will be during registration where it’ll be supporting registering students with their enquiries.

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Roadshow update on SID and SITS

Given that last week we were doing User Acceptance Testing on SID, and this week we’re training end users, we decided to invite our colleagues from the Student Services Directorate to another of our roadshows.

It was a chance for us to update them on where we are with SID (Student Information Desk) and SITS (the software we’re using for course and student management). Colin Colborn from the SIS team led the proceedings with some slides, a Who Wants to be a Millionaire-style quiz, and a Question & Answer session.

Staff at Hull can access the slides here and the Q&A here.

Watch this space for a quick catch up with the SID Project Manager Dan Saville.

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Testing, Testing… and CAS goes live

If we’ve seemed a little quiet recently, it’s because we’ve been very busy behind the scenes developing, preparing and testing software critical to support priority business functions planned for this summer.

On the SIS programme, we ensure that any software we develop and implement for staff or students across the university is “fit for purpose”. To ensure this, we systematically gather requirements from various departments across the university, convert them into “User Stories” which then get developed in Agile Sprints (SIS Development Approach) and tested before deployment into live.

CAS functionality goes live

The good news this week is that CAS (Confirmation of Acceptance for Studies) went live on Monday evening (5th June) so we can now produce a CAS from the SITS live environment.

A CAS is needed to support Tier 4 student visas required by some international students to live and study in the UK. More information can be found on the government’s website.

What is UAT and why do we do it?

User Acceptance Testing (UAT) – is the final test phase in our assurance approach where software is tested with ‘live like data’ by the business users who will be using it to carry out their work on a day to day basis in live. They’re the ones who know exactly what it needs to do and can confirm that it meets the needs of the business and hence is “fit for purpose”.

For the last couple of weeks we’ve been focusing on the SITS CAS module where we’ve concluded User Acceptance Testing (UAT) carried out by a selection of end users from Admissions, Visa Compliance and Finance teams spread over six days. The activities were co-ordinated by the testing team with support from the Product Owner and Developers.

How does UAT work?

So, for example, for Admissions we would develop business scenarios where an applicant who has applied for a single course and requires a Tier 4 Visa is then able to complete the questionnaire for the CAS which is subsequently sent to the applicant and to UKVI (UK Visas and Immigration).

For this we create dummy applicants (you know the ones called Micky Mouse or Lady Gaga) and test their experience of using the system to make sure it can handle the required tasks in ‘real world’ scenarios. Only when all business critical functions work as expected does the system (or upgrade) go live.

Training

Given the challenges we faced in testing and delivering the solution to schedule, we delivered training in parallel to the User Acceptance Training so that users were able to familiarise themselves with the system ahead of it going live.

As CAS generation is expected to ramp up during June, we’ve offered users the support of the development and testing teams and space in our office, to make sure we are nearby should they need us.

Next up, we’re testing for Clearing, and will bring you an update soon

 

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The Student Information Desk (SID)

We thought we’d give you an update about where we are with SID. Some of you may know that we went live with a small element of it in May last year, and might even have tried your hand using it. However it wasn’t rolled out across all users and all enquiry management – and for it to be effective we needed that to happen.

enquiry1

For Phase 2, we’re using a new, much better and more intuitive version of the application and ensuring it’s configured to meet departmental implementation requirements.

Those who’ll be affected include

  • Student Services (Ask HU, Careers, Accommodation, Wellbeing and Registry)
  • Student Financial Services
  • Faculties and academic departments
  • Library
  • ICTD / Sports Centre
  • Anyone else who is involved in receiving and resolving a student enquiry

If the concept of a Student Information Desk is new to you – here’s a quick recap: It’s an online ‘enquiry management’ system that basically lets us manage enquiries from applicants and existing students via email and web form submissions along with the traditional problems or enquiries raised face-to-face at a help desk. The system records and track queries and any related correspondence, providing the student with a reference number so that they can track progress via the SID student portal. It will also capture case and diary / appointment management. So students will be able to raise questions, report a problem or ask for help and staff will be able to provide an answer or pass on to colleagues in other teams or departments who will then respond and provide the answer via a single end-to-end solution across any student support service across the University.

The identity of the student is recorded and becomes part of the on-going record of information stored about that student.

So What Happens Next?

Over the next few months we’re aiming to upgrade to the latest version with a student-facing view, kick-starting the enquiry management again with Ask HU, Careers, and Accommodation. Then the Student Financial Services and Registry implementation of enquiry management – and for all of these we’ll be able to use what we call ‘email harvesting’ to help us track the enquiries and enquirers. One of the new benefits arising from this is that because email harvesting is a way of linking SID with existing email accounts which are used to receive student enquiries, these enquiries are automatically entered into SID and the user won’t have to consistently check multiple email accounts.

Next we’re intending to provide case and diary/appointment management to support Wellbeing and have things in place for dealing with enquiries over the student registration period.

As the next Admissions cycle begins we’re aiming to be able to process most of the application enquiries in October, moving through to an estimated end to this workflow by Spring 2018 with the Library and ICTD coming online.

We’ll be contacting relevant teams with dates and further information as soon as we can and will also provide progress updates via this blog.

 

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Fees, Funds and Finance: saving money, time and effort

Fees, Funds and Finance (FFF) is one strand of the SIS programme that goes across the entire student lifecycle. Kicking in at the applications stage, it covers

  • the creation and management of fee setting
  • fee collecting
  • management of student debt
  • studentships and scholarships management
  • interfaces to finance systems
  • student payment systems
  • Student Loans Company processes

 

As we roll out FFF through the project, our aim is to ensure that the benefits for both staff and students are realised.

One of the first things we did was to ensure the requisite elements were ready for Admissions Phase1 going live last Autumn. This was for all UCAS undergraduates applying to study here. Tuition fees for UCAS undergraduate students are now all on SITS and our offer letters to applicants are using that data.

We’ve created a Funding Predictor within our applicant portal so applicants can get a feel for what scholarships and studentships might be available to them.  Also new for the admissions stage is the way we can now manage data around student sponsorships earlier than ever before.  Usually relevant for overseas or postgraduate students, new applicants can provide a sponsor’s letter to Student Financial Services and we can get it on the system before the student arrives.

 

What’s next, for Phase 2?

In the next phase we’ll be introducing a Fee Discount Tool. This will be used by faculty teams to better coordinate the discounts they offer to incentivise high calibre students to apply for certain courses, especially at postgraduate level.

Funding nominations, where a member of staff can log a studentship or scholarship against a student via a two-stage approval process will be more visible across the board for staff to see which students have been nominated and which funds have been allocated.

Tuition fee deposits will be trackable and visible to staff and associated to the relevant student’s account.

Once their financial account is online the student will be able to see their credit, debit, any overpayments, any loans from the Hardship Fund and so on. As we develop the Student Record strand (see previous post) the FFF strand will be needed to support it to

  • Generate fees
  • Allow students to pay online
  • Reschedule debt into instalments
  • Capture the 50% deposit needed to register

The FFF strand also underpins the work carried out by our Ask HU physical cash desk, where students come to pay for some things and the system will log any activity or payments on to individual student records.

So there really are benefits all round with this improved student financial management tool.

Students will benefit by being able to manage their university-related finances on line and have an accurate picture, at any time, of their financial status. They’ll also have improved access to information about funds, such as eligibility and timelines.

Staff will find it easier having all the required financial information in one place and having a single view of the student’s financial status. It will also be faster and easier for staff to access financial data and there will be less paperwork to produce and process.

As a University we’ll be able to produce better quality management information, improved reporting for forecasting, and improved quality of data and information for regulatory reporting.

 

 

 

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Our new Student Records system – more efficient for students and staff

We’re still progressing with our project to create a new Student Records system. This is the information we collect and use to create a profile for each of our students from the day they commit to their place with us, through to the day we hand them over to our graduation team. It covers registration information, enrolment, course/module choices, withdrawals, study breaks, suspensions, course changes, data for timetabling, placement information and financial support. Not all of it is new, but we are improving the current system to make it much more efficient.

The old system was okay but it didn’t do everything we needed it to and the improvements we’re making will benefit both our staff and our students. It will be easier for staff to access information about students and easier to view and manage complete records.

Let’s start with the day the student commits to coming here. The University of Hull is going to be their new home for the next few years and we want to make sure they feel part of our community as early as possible. What is currently called the ‘Roll In’ stage, where they come on board as a student rather than an applicant, will now be called ‘Applicant Transfer (ATR)’.

The next step is to get them to register online. This allows us to now gather more information than we could before and one of the benefits is that fewer students have to physically go and queue up to sort out student finance or visa requirements when they arrive. Some still do, but we will be able to do a lot more online before they get here, as we’ll have a fuller picture of the students. Earlier engagement with the student will really help them feel part of the University community before they arrive and familiarise themselves with what their student lives might feel like. As we’ll now be able to do this sooner than we’ve been able to before we’ll be able to help more students before they get here and more data means we can plan earlier too.

Continuing students will benefit from the new student record system too – they’ll be able to re-register online and sort out any issues (for example tell us about a new address or a problem with their funding) at an earlier stage.

Another benefit will be our ability to create automated communications to students via email or text messages, such as prompting students to complete the online registration process, or sending a text message the night before face to face registration, reminding them when and where to go and what to bring.

We’re currently working closely with our colleagues in Admissions, Student Finance, Registry and Faculty Hubs to ensure what we create will meet their needs and help them provide the support to students using the system.

Our current focus is the registration side, we know what we want the new process to be and have almost finalised specifications to allow us to start building it. It’s an exciting phase of the work and we’ll keep you updated with our progress.

 

 

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Read Only View of Applicant Records helps Admissions Tutors

Open Days

A few weeks ago with open days looming, admissions tutors told us they couldn’t see as much information on the new system as they could on the old, and asked us if there was a way of creating something for them.

We listened to what they had to say and came up with a Read Only view of applicant records to help them with their preparations for open days and applicant days. It’s a database of applications which allows the tutor to search – for example by subject group or course – and to read the applicants’ personal statements before they meet them at the events.  We made it live in early February.

 

Feedback so far has been positive, with tutors telling us they like the fact it’s web-based, and they feel it’s a step forward.

This was only ever meant to be a quick solution to accompany Admissions going live but we’ve had requests for access from a range of staff in Student Finance and Admissions too and are currently assessing if it can be used by the China Office until they get their agent portal.

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No January blues for us

January turned out to be a month of good news stories for our Admissions system. Here are a few highlights about what went on with the undergraduate UCAS admissions activity from our Student Information Desk (SID) – including the Applicant Portal.

happy-smiley-emoticon-face-snow-winter-season-joy-happiness-concept-83924214

We had 100% availability of the system every day of the month.  So that meant any applicants checking on their progress could access the information first time, at any time of day.

It was interesting to note that 52% of the traffic to the applicant portal came from a mobile device, 62% of which was via an Apple iPhone. This was likely to be a result of emails sent to the applicants prompting them to log into the portal.

On 5th January we had a record-breaking number of UCAS applications, the most we’ve ever received in one day and over the following few days our system had to deal with huge volumes before the deadline on 15th January – which it did effortlessly.

January 2017 also saw two emergency releases go live, both of which went without issue. These fixes and enhancements supported our colleagues in the Admissions Department with the newly adopted SIS functionality.

By the end of the month the portal had been accessed from 719 cities in 91 countries.

global

Accessed 15,718 times in the month with over 12,000 unique logins, the portal was in constant use 24/7. The busiest day was 16th January and we even had 81 applicants accessing it on New Year’s Day.

If you’d like more of this sort of information, you can find it on these pages where the monthly reports are posted.

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Welcome to SIS project news

 

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We’ve created this blog to share progress and good news about the University’s Student Information System (SIS) programme.  It’s been a while since our team published any updates, but we’re back with lots to share.

You can subscribe to the blog if you want to get updates into your in-box.

Older news is still available on our SharePoint site.

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